Enterprise Tech Supp Advisor (FOGLIGHT)

Quest Software Latin America

Lugar de Trabajo:


Publicado hace 45 días


No especificado

Tipo de puesto:

Company Overview

Your technology challenges never stop changing, so neither do we. Whether it’s data explosion, cloud expansion, security threats or something new, we’ll work with you to help you solve your toughest IT challenges. Since 1987, we’ve provided software solutions for the fast paced world of enterprise IT. With Quest, you and your organization can spend less time on IT administration and more time on business innovation.

We’re a global provider to 130,000 companies across 100 countries, including 95% of the Fortune 500 and 90% of the Global 1000. So we have the experience to help you manage and protect your data, take control of your hybrid environments, keep track of all network-connected devices, stay compliant and govern every identity across the enterprise.

We’re Quest – simple solutions for a complex world.

Job Description 

We are looking for technically minded individuals with strong troubleshooting skills and ability to support System/Network Administrators using our Application Performance Monitoring product line.The ideal candidate is one who enjoys being on the cutting edge of all latest server technologies. Candidates should have 3+ years of experience in one or more of the following: Database knowledge (Oracle, MySQL, Sybase, DB2 UDB, and/or MS SQL Server), and UNIX/Windows Administration.

Engineers will work independently and as part of a team using their skills to solve customer’s technical issues in various heterogeneous environments.   Additionally, you will be responsible for providing emergency after-hours support as part of an on-call rotation. We are looking for individuals who enjoy helping customers resolve technical problems, learning new technologies, and who can thrive in a fast paced dynamic environment. This position is challenging and dynamic with great room for growth.


-3+ years experience with RDBMS: Oracle, MySQL, Sybase, DB2 UDB, and/or MS SQL Server, Informix

-3+ years experience with UNIX, Linux, or Windows Server operating systems


-You must be an independent, self-motivated, team player and have a people-oriented personality, combined with the ability to work in a fast-paced environment.

-Must have excellent verbal and written communication skills

-Solid knowledge of virtualization concepts

-Prior technical customer support or IS Helpdesk/Phone support experience or experience supporting internal system users

-Prior experience with RDBMS: Oracle, MySQL, Sybase, DB2 UDB, and/or MS SQL Server

-Prior experience with VMWare administration

-Prior experience supporting application servers: BEA WebLogic and IBM WebSphere

-Ability to read/write Perl, Unix shell scripts, and SQL scripts

 Products supported include (and not limited to):

Foglight Server, vFoglight and related cartridges


Role Responsabilities

-Act as a customer advocate

-Field and own incoming technical issues from customers

-Maintain a personal queue of ongoing customer issues

-Resolve customer issues by collaborating with teammates, reproducing issues, and utilize documentation and the knowledgebase to bring issues to resolution

-Document all customer/case details in Support case tracking system

-Create knowledgebase articles from resolved issues for future use by customers and internal personnel

-Maintain high customer satisfaction

-Create and update content for the knowledge base

-Provide a timely resolution

-Contact customers in a timely fashion

-Ensure case notes adhere to best practices

Support Engineers will gain exposure to the following technologies:

-Operating Systems: VMWare ESX, VMWare vSphere,Unix (Solaris, HPUX, AIX, Linux); Windows 2000/2003/2008 Servers

-Network Technologies: Subnets, Switches, Hubs, Routers, SPAN and TAP ports


-Databases: Oracle, MySQL, MS SQL Server, DB2 UDB, Sybase, Informix

-J2EE Application Servers: BEA WebLogic, IBM WebSphere, Oracle AS, JBoss

-Packaged Applications: Oracle E-Business, PeopleSoft, SAP, Siebel

-Others: Virtual Center, MS Exchange, Active Directory, IIS, Apache, Microsoft Operations Manager, IBM Tivoli, HP OpenView

-SAN: Fibre switches, fabric technologies,

-Storage Arrays: EMC Symmetrix / DMX, EMC CLARiiON, HDS 9000 V (Lightning), HDS 9500 V (Thunder), HDS ASM, HDS USP (without virtualization), IBM System Storage DS, IBM ESS, 3PAR InServ

Why work with us?
-        Life at Quest means collaborating with dedicated professionals with a passion for technology.
-        When we see something that could be improved, we get to work inventing the solution.
-        Our people demonstrate our winning culture through positive and meaningful relationships.
-        We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
-        Our team members’ health and wellness is our priority as well as rewarding them for their hard work.
Quest is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Quest is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Quest are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Quest will not tolerate discrimination or harassment based on any of these characteristics. Quest encourages applicants of all ages.
This position is very challenging with great room for growth, Come join us!

 For more information, visit us on the web at www.quest.com/careers

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